How Envoy Global Leverages Ema for Enhanced Service and Efficiency

Envoy Global offers an improved immigration process for both domestic and overseas employers and their foreign nationals, augmenting expert legal guidance with cutting-edge technology. With a client base spanning over 1,500 companies across diverse industries and geographies, Envoy specializes in addressing the workforce needs, particularly in STEM fields, of businesses managing international staff. Envoy is broadly recognized as the leader in mobility technology.

Foreign nationals within Envoy's customer base have thousands of requests a year, many of which are critical for employees to maintain proper status in the country they are working in. As Envoy's customer base grew, the stakes compounded:

• Accuracy and speed, non-negotiable: customer support teams needed to maintain accurate and fast response times as volume scaled — in a domain where errors carry immigration-status consequences.
• Legal teams under pressure to scale: Envoy's affiliated law firm needed to scale while continuing to deliver high-touch, complex legal advice in record time.
• The in-house build hit a wall: under CTO Mahi Inampudi's leadership, Envoy pulled together a small in-house team to build a solution to help its affiliated law firm prepare first-draft responses to customer questions. After months of effort, getting to a reasonable level of accuracy proved a formidable challenge.

Envoy knew it needed a partner that would give time back to its services teams and could scale with the company, across functions, long term. It was at this point in their AI journey that Envoy was introduced to Ema.

Throughout the partnership, Envoy Global has commended the professionalism and expertise demonstrated by the Ema team. From initial discussions to deployment, quality fine-tuning, and ongoing support, the collaboration between Envoy Global and Ema has been characterized by a shared commitment to excellence and a dedication to delivering unparalleled service to clients

Mahi R. Inampudi

Chief Technology Officer

Ema's Customer Support Assistant AI Employee — a Universal AI Employee that mimics and learns from a designated role: engaging in conversations, grasping context, incorporating ongoing human feedback, reasoning, and executing informed decision-making.

• Seamless integration: Ema integrated directly with Envoy's existing ticketing system.
• Fast to accuracy: after a few rounds of feedback from the appropriate teams, Ema could draft responses for agents to review — reaching the accuracy level that months of in-house effort couldn't.
• Beyond support: Envoy's affiliated law firm is also incorporating the Universal AI Employee to increase research speed and document review, delivering faster, more efficient response times to clients and their employees.

• More than half of all tickets resolved by Ema at a high level of accuracy
• 70–80% of the support team's time saved, redirected to complex, high-touch cases
• Legal workflows accelerating, research and document review speeding up across the affiliated law firm
• A partnership expanding across functions as Envoy explores new Generative AI applications